contact-based auth: no status info after reporting ticket

[borrenbh]

Thanks to all for helping me out with configuring contact-based authentication, but now I have the next problem:

When loging in to SC through get.it, and reporting a problem, the ticket and its status is not displayed in the status screen.
Also, when I look at the ticket in SC, the contact name is not filled in the ticket.

[gbalas]

About the fact that you can't see the contact that created the ticket through get.service have you checked that thing :

Each Get.Service User has to be a Referenced Contact in ServiceCenter !!!!

[borrenbh]

I did create a contact with the iD being the same as the userid, but what do you mean with a "Referenced Contact"

[gbalas]

I was meaning a registered contact in the SC database ....

Could you tell me how contacts are registered in the contact file :

contact.name, first.name, last.name

Could you tell me how operators are registered in the operator file :

login, full.name

by giving me an exemple please .....

Guillaume

[borrenbh]

contact:
conact.name: BROWN, NICHOLAS
employee ID (usre.id): ACME00005
Last name; Brown
First name: Nicholas

Operator:
Login name (name): Tossi
Full name: Michaela Tossi

According to SC suport arcticle, I created an NT account with userid the same as user.id in SC, i.e. acme00005
When I login to NT with this account, I automatically log through in SC when starting getit. It displays "welcome ACME00005" and I am also able to submit an incident ticket. After submitting the record, I receive the ticket number. But when I go back to the status screen, it displays "no incident tickets found". When I open the Incident in SC, the incident contains the description (and of course the number), but the contact is not filled.

[jeppegotha]

ahhhh.. i know what the problem is... ( i have seen it before and I think it is reported to Customer Support before )
it is because that the query that shows open tickets does not have the operator variable because it uses a different Procedure than when logging on manually...
I am on vacation now so I don't have Get-It Studio on my home pc but when I get back I can have look in the ecma script and correct it for you.
I believe that Customer Support should be able to help you as well.

[borrenbh]

Mr. Jeppe Gotha Jørgensen,

I reported the problem to Customer Support, but they doen't seem to be able to solve the problem. Would you please provide the corrections to solve the contact-based authentication problem.
Thanks in advance!

Hennie